# COMAR Title 20 — Public Service Commission

## Subtitle 30 — Customer Deposits, Late Payment Charges, and Customers' Rights Pamphlet

### Chapter 04 — Customers' Rights Pamphlet

**Authority:** Public Utilities Article, §§2-113, 2-121, and 5-101, Annotated Code of Maryland

**Administrative History:** Effective date: June 30, 1976 (Order No. 61848)

**Administrative History:** Regulations .01—.03 amended effective January 18, 1982 (9:1 Md. R. 24)

**Administrative History:** Regulation .02 amended effective October 22, 1984 (11:21 Md. R. 1815); November 18, 1985 (12:23 Md. R. 2224); June 27, 1988 (15:13 Md. R. 1558); June 15, 1998 (25:12 Md. R. 948); March 18, 2002 (29:5 Md. R. 505)

**Administrative History:** Regulation .03A amended effective September 21, 2009 (36:19 Md. R. 1438)

#### Regulation .01 Customers' Rights Pamphlet.

*COMAR 20.30.04.01*

Each gas, electric and combination gas and electric utility shall prepare a pamphlet in accordance with this chapter, subject to the Commission's approval, summarizing the rights and responsibilities of their customers, consistent with the utilities' tariff provisions and the Commission's regulations.

#### Regulation .02 Contents of Pamphlet.

*COMAR 20.30.04.02*

The pamphlet shall contain, at a minimum, a statement or description of the following information:

A. Service application procedures including a provision permitting more than one individual in a dwelling unit to request classification as a customer and to be listed on the service account;

B. Billing procedures, including the late payment charges;

C. Methods for customers to verify billing accuracy;

D. Explanation of the utility's fuel adjustment clause, or purchased gas clause, or both;

E. Explanation of seasonal rate differentials;

F. Customer payment policies, including a general summary of alternate payment plans and the Winter Heating Protection Program;

G. Security deposit policies;

H. The Termination Policy Statement as set forth in COMAR 20.31.01.06;

I. Inquiry, service, and complaint procedures;

J. Information on the Maryland Energy Assistance Program and on access to other programs to assist low-income customers;

K. Other pertinent information including the telephone number of the Consumer Affairs Division;

L. Information on the utility's bill extender plan;

M. The residential rate schedules available; and

N. For electric utilities and combination electric and gas utilities only:

  (1) A summary of the reports required by COMAR 20.50.07.06, including explanations of the reliability indices; and

  (2) Instructions for how customers can request reliability indices for their electric service.

#### Regulation .03 Delivery to Customer.

*COMAR 20.30.04.03*

This pamphlet shall:

A. Be mailed or, at the option of the utility and upon request by the customer, delivered by electronic means to each customer of the utility once each year during the month of August, September, or October;

B. Be delivered or mailed to each new customer of the utility when the new customer initiates service;

C. Be available at all times upon request; and

D. Indicate that it is being provided in accordance with the Commission's regulations.